Client Relations Supervisor

4 weeks ago


Rockville, Indiana, United States TalentBridge Full time
Overview

At TalentBridge, we prioritize surpassing client expectations, creating endless opportunities for individuals globally. The Inbound Customer Service Manager is essential in facilitating this mission.

In this position, you will guide, motivate, and develop a team of Customer Service Representatives (CSRs) to ensure optimal performance, efficient processes, and outstanding service delivery to our clients.

Your responsibilities will include implementing effective training and development initiatives to uphold client satisfaction while ensuring compliance with company policies and procedures.

Collaborating with various departments, you will play a significant role in achieving our organizational goals.

Responsibilities

• Lead, inspire, and cultivate team members to meet and surpass customer service targets.
• Regularly assess and audit team performance to guarantee quality assurance and that KPIs are met or exceeded by CSRs.
• Document, monitor, and report daily, weekly, and monthly performance metrics for team members.
• Accurately manage, review, and approve team members' timecards.
• Address escalated calls and sensitive customer inquiries with professionalism and promptness.

• Act as a resource and subject matter expert for process improvements, quality audits, system upgrades, and customer-facing processes and product offerings.

• Conduct interviews and facilitate the onboarding of new hires as necessary.
• Analyze call volume patterns and workflows, promptly reporting system issues to the IT service desk.

Qualifications

• High School Diploma or GED.
• 5 years of experience in customer service.
• Proven experience managing a call center team of 10 or more.
• Demonstrated ability to manage team and individual KPIs and provide coaching.
• Experience in handling escalated calls.

Pay

$25 /hr

Schedule

Tuesday - Saturday

9:00am - 6:00pm

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